Ovo Energy to pay more than £10m over prepayment meter monitoring failingsOvo能源因忽視弱勢客戶遭重罰
聆聽課程
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#1
Ovo Energy Must Pay Over Ten Million Pounds for Failing to Monitor Vulnerable Customers
Ovo Energy 因未能監測弱勢客戶而必須支付超過一千萬英鎊
#2
The energy company Ovo Energy has agreed to pay more than ten million pounds after the British energy regulator, Ofgem, found serious monitoring failings.
在英國能源監管機構英國天然氣暨電力市場管制局發現嚴重的監控缺失後，能源公司 Ovo Energy 已同意支付超過一千萬英鎊。
#3
Ofgem discovered that Ovo did not properly monitor its vulnerable customers who use prepayment meters.
英國天然氣暨電力市場管制局發現 Ovo Energy 並未妥善監管其使用預付電表的弱勢客戶。
#4
The regulator said that this failure could have exposed these customers to a clear risk of harm.
監管機構表示，這次失誤可能已使這些客戶面臨明確的傷害風險。
#5
A prepayment meter is a device that requires customers to pay for energy before they use it.
預付電表是一種要求客戶在電力使用前先付費的裝置。
#6
These meters are often used by people who have lower incomes or who are in difficult financial situations.
這些電表通常是由收入較低或處於經濟困境的人所使用的。
#7
Ovo failed to check on customers who were registered on the priority services register, which is a list that protects people in vulnerable situations.
Ovo Energy 未能檢查那些已登記在優先服務名冊上的客戶，該名冊是一份保護處於弱勢情況下的人員的名單。
#8
As part of the settlement, Ovo will pay seven million pounds to Ofgem's voluntary redress fund.
作為和解協議的一部分，Ovo Energy 將向英國天然氣暨電力市場管制局的自願補償基金支付七百萬英鎊。
#9
The energy company will also provide 3.4 million pounds in credit and debt relief for its most vulnerable customers.
這家能源公司也將為其最脆弱的客戶提供 340 萬英鎊的信用額度和債務減免。
#10
Ofgem explained that this payment was given instead of direct compensation to affected customers.
英國天然氣暨電力市場管制局解釋說，這筆款項是作為受影響客戶的直接賠償之替代方案。
#11
Customers who are eligible for this support will be contacted by Ovo directly and do not need to take any action.
符合此項支援資格的客戶將由 Ovo Energy 直接聯繫，且無需採取任何行動。
#12
In addition, Ovo is currently paying 1.1 million pounds to customers in the Scottish Highlands and islands.
此外，Ovo Energy 目前正向蘇格蘭高地及離島地區的客戶支付 110 萬英鎊。
#13
Ofgem found that some rural customers in that area did not have proper access to engineer support for more than two years.
英國天然氣暨電力市場管制局發現，該地區的一些偏遠地區客戶在兩年多的時間裡，無法獲得適當的工程師支援。
#14
This problem lasted from January 2022 to April 2024, which means many people were left without help when they needed it.
這個問題從 2022 年 1 月持續到 2024 年 4 月，這意味著許多人在需要幫助時卻無人協助。
#15
During the investigation, Ovo took some steps to help vulnerable customers.
在調查期間，Ovo Energy 採取了一些措施來幫助弱勢客戶。
#16
The company made welfare visits to people who had been disconnected from their energy supply for more than 72 hours.
該公司對斷電超過 72 小時的人員進行了福利探訪。
#17
These visits were made when customers had not responded to any communications during that time.
當客戶在那段時間內沒有對任何通訊做出回應時，公司便進行了這些探視。
#18
An Ofgem spokesperson said that energy companies have a responsibility to protect their most vulnerable customers because failing to do so can cause serious harm.
英國天然氣暨電力市場管制局的一位發言人表示，能源公司有責任保護其最脆弱的客戶，因為未能這樣做可能會造成嚴重的傷害。